Contact Centers Evolving with Pandemic By Hire Dynamics CATEGORY: Blog POSTED: December 17, 2021 In March 2020, tens of thousands of contact center workers suddenly found themselves working remotely. Alone in their often-makeshift workspaces, facing a flurry of anxious, pandemic-related customer questions, they also had to do it all without the customary side-by-side support of colleagues and managers. In December 2020, Hire Dynamics Practice Director Bill Messer reported on how teams were coping in “Contact Centers Grapple with how to Sustain – and Grow Remote Workforces” in Contact Center Pipeline. This year, the magazine asked for an update. How have things evolved over the course of the pandemic? What solutions are working best for remote or hybrid workforces? Drawing on Hire Dynamics’ work partnering with contact centers across the Southeast, Bill reflected on the challenges – and found some clear trends. Turns out, “going remote was just the beginning,” Bill writes. “If 2020 was about transitioning and uncertainty, consider 2021 the year of acceptance and innovation as contact centers embrace the new reality.” “Eighteen months into the pandemic, we’re faced with permanent changes. As contact centers became the ‘face’ of many organizations, leaders have had to rethink all aspects of employees’ jobs.” “From pay ranges and skill requirements to training modes and schedule flexibility, the industry is reinventing itself as demand for rapid customer support increases in nearly every industry.” Read more about what’s working in Bill’s piece in the current December 2021 issue of Contact Center Pipeline: “Refining Remote Working” Whether you’re a company looking to improve your customer service, or a job seeker looking for customer service jobs, Hire Dynamics can help!
